Sydney RiseOn Hotel — Hotel in Sydney

Extremely Disappointing Experience - Sydney RiseOn Hotel

I am writing this review with deep disappointment and frustration after our recent experience at the Sydney RiseOn Hotel. My pregnant wife and I, arriving at 6 am, were excited about our first visit to Sydney. Despite arriving early, we were willing to wait until the 2 pm check-in, but our experience was marred by the hotel's appalling customer service.

Upon arrival, we were met by an excellent receptionist who assisted us and allowed us to leave our bags. However, at the 2 pm check-in, we were blindsided by a demand for a $100 cash security deposit, a detail not communicated to us beforehand. Stranded without cash due to Christmas closures, we sought an ATM. Unfortunately, my phone battery died during the search, leaving us in a helpless situation.

Upon returning to the hotel and explaining our predicament to a manager named Kelvin, we were met with astounding inflexibility and rudeness. Despite our genuine situation and a four-night reservation, Kelvin refused to allow us to check in until the cash deposit was paid. His dismissive attitude and unwillingness to accommodate our circumstance was unacceptable.

It's disheartening to encounter such a lack of empathy and customer care, especially during what should be a joyful time. Kelvin's refusal to provide his full name, citing it as "personal information," is both unprofessional and questionable for someone in a managerial position.

We feel compelled to share our experience, and I hope this review serves as a cautionary tale for others considering a stay at Sydney RiseOn Hotel. The blatant disregard for customer well-being and the rigid policies enforced by Kelvin have left us utterly shocked and disappointed. This is not the hospitality one expects when choosing accommodation, especially during a special occasion.

We strongly advise potential guests to consider alternative options that prioritize customer satisfaction and a welcoming atmosphere over rigid policies and indifferent management. Our stay has been tainted by this experience, and we hope that management takes this feedback seriously to improve their...

Do NOT stay here. The rooms feels empty and shabby, and the communal bathrooms are continuously wet and dirty. The rooms have a gap in the door which provides excellent audio to the corridor outside, allowing you and every other guest to hear each other perfectly. If you happen to lock yourself out of the room after reception hours, say by going to the bathroom, there is no one in reception and the stationary phones don’t seem to work. Luckily, should you find yourself locked out with no way of contacting any employees, you can easily walk behind the desk and pick up a master key or two, giving you FULL access to every room. The best part? A very rude Chinese child will then wake you up by knocking on your door demanding said master key back. I have stayed at alot of hotels in my time, from grubby hostels to 5-stars, and i have to say i have NEVER experienced such rude and unpleasant behaviour from a member of staff. -«Why did you take it?» «I was locked out of the room i am paying 150 aud for a night with no way of contacting employees» «You should have used your phone» -«i did not have my phone on me when i was locked out at 3am» -«Well you should have» The very rude Chinese lady then threatens to call the police for me walking around the desk and grabbing an easily accessible master key, seemingly totally oblivious to the fact they were so easily accessible for anyone to take surely would be the greatest issue. If you have low standards and enjoy poor service, then this is the hotel for you. If not, spend your money elsewhere, like the excellent Regis Park hotel which costs...

I never got to complete my review in the booking platform I used, so I feel a honest review is required to be placed for the next person contemplating using this hotel. Pros: *Clean and well kept throughout our 6 day stay. *Close (5 minute walk) to Central station *Close to numerous eating places which offered a variety of foods to suit all tastes. *Large rooms. *Pleasant staff. Cons: *Their idea of a room advertised as "Premium King Balcony" is extraordinary. We looked at Prison Grey walls on the balcony that were much higher than me by about a metre, so you got a view of the top of the office towers. This was blatant mis-advertising and dis-honest!. (see my photos). These rooms cost more, and we wanted a better room for our holiday. Hah! We should have asked for a room without a balcony. Before getting settled in, we requested a change. Unfortunately because of Mardi gras they were booked out. Okay, fair enough! So, on this first day, we asked to be shifted, after Mardi Gras, as we still had numerous days left in Sydney..."sorry" will have to check with management and get back to you. Well they took my wife's number...and now weeks later(we are back home now), they are still getting back to us!!! Poor customer service! Noises and loud thumping in the early hours of the morning (every day)don't provide for a good nights sleep. *The small fridge freezes your food, if the cupboard door is not left open.

In conclusion, you pay for what you get! We wish that honest advertising was part of that. It is central, close to the train services and clean....but we will never stay...